Lucent has acquired Mosaix, a 'customer relationship' management specialist in an effort to beef up its call centre platform.
The deal, valued at $145 million worth of Lucent stock, will give Lucent Mosaix' View Star product that automates information about customer requests and the tasks required to fulfill them.
View Star creates a comprehensive record of customer transactions, preferences and buying patterns so users can target special promotions.
Said Bill O'Shea, president of Lucent's business communications systems unit, "Businesses are working harder every day to build highly profitable, lifelong relationships with their customers. The combination of Lucent and Mosaix will help business deliver the kind of superior service that keeps customers coming back again and again."
Mosaix is based in Redmond, Washington, and employs 550 people.
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